Professional Nilram Supporting Strategy of Implemented Systems
In order to increase effectiveness in responsiveness, Nilram Data Processing Co describe any customer supporting services schedule mechanism as following.
- Independent project manager assignment to coordinate and pursuit customer site issues
- Pursuing mechanism through ticketing to clear response time and increase its quality
- Fixed periodic the company project managers meeting and the customer attendance to evaluate services quality and quantity
- Two ERP committee meeting for evaluating and monitoring support services and mutual interactions and also investigating mutual opportunities and threats
- Periodic auditing processes with the customer organization mechanization approach to evaluate implemented software effectiveness
- Nilram Company enterprise resource programming for cooperation at the customer company important events such as stock taking, closing the accounts and etc.
- Conducting deep measuring satisfaction project yearly of customer by an independent unit
- And other different services as following
List of software support services
R | Service definition | Unit | A unit man-hour amount |
1 | Conducting ERP Committee on the customer site | A course | |
2 | Monitoring and representing mechanization results on the customer site | A course | |
3 | Periodic face to face meeting to evaluate interaction trends | A meeting | |
4 | Train database management using in its retention framework, according to Nilram sent checklist | A course (2 hours) | |
5 | Conducting hardware audit course | A course (8 hours) | |
6 | Conducting a training course upon the customer request in contract field (a course for each module) | A course (6 hours) | |
7 | The report structure preparation or modification in ERP system and Nilram business intelligence in the framework of information and the system available data (minimum calculated time is 1 hour) | Amounts | 10 man-hours |
20 man-hours | |||
30 man-hours | |||
50 man-hours | |||
8 | The report edition in header, footer and fonts representing (minimum calculated time is 1 hour) | Amounts | 10 man-hours |
20 man-hours | |||
30 man-hours | |||
50 man-hours | |||
9 | Change or alteration plan based on the customer need and Nilram evaluation (without any report)( minimum calculated time is 1 hour) | Amounts | 10 man-hours |
20 man-hours | |||
30 man-hours | |||
50 man-hours | |||
10 | Online project manager (24 hours) | Yearly | |
11 | Response to the customer in the contract field (software) | The contract term | |
12 | Resolving the software problems according to the contract | ||
13 | User guidance according to the contract and about software | ||
14 | Scheduling and conducting periodic update and providing facility list and carrying a training course about the new version provided facilities | ||
15 | Evaluating the company sent reports about database maintenance checklist | ||
16 | Increasing database performance | ||
17 | Guidance and providing solutions in the customer organization process field according to the contract and the software facilities | ||
18 | New installing or reinstalling database (DB) | Amounts | |
19 | New installing or reinstalling application server (APP) | amounts | |
20 | Guidance and providing solutions in the customer organization process field out of the contract bounds and the software facilities | Man-hour | 1 |
21 | Converting information in the customer required fields if Nilram company design unit approved | Man-hour | 1 |
22 | Modifying the customer information in the system after Nilram design unit approval | Man-hour | 1 |
23 | Providing solutions for improving hardware and network infrastructures | Man-hour | 1 |
24 | Special training for database installing, developing and maintenance | A course | |
25 | The total customer application server and database maintenance | The contract term | |